Role Description The Associate Technical Support Engineer is the first point of contact for our government customers using our suite of applications. Your primary goal is to provide exceptional customer service by addressing everyday technology questions and basic troubleshooting needs. You will focus on identifying user issues, resolving known problems, and ensuring that complex technical requests are documented and handed off to our specialized Tier 2 team when necessary. What You’ll Do (Key Responsibilities): - Application & Front-End Support - First-Response Support: Act as the primary point of contact for government customers, responding to daily technical questions and resolving initial software issues. - Basic Troubleshooting: Research and diagnose user-reported problems, using front-end tools and established guides to find solutions for failed tasks or errors. - Account Management: Assist users with account access issues, including verifying user permissions and helping administrators with basic password resets within the application interfaces. - Incident Documentation: Carefully capture and log all details regarding customer issues and their resolutions in our ticket tracking system to ensure clear records for our team. - System Monitoring: Assist in monitoring the general health of Casepoint applications, flagging any trends or recurring errors to senior team members. - Collaboration & Customer Success - Customer Interaction: Effectively communicate with end users to understand their needs, providing "white-glove" service to ensure they can navigate our software smoothly. - Tier 2 Coordination: Identify complex issues that require backend intervention and escalate them to the Tier 2 team with a clear summary of the steps already taken. - Project Support: Support Customer Success Managers and Project Managers by providing updates on current support tickets and helping track overall project progress for our clients. - Internal Communication: Participate in cross-departmental emails and follow-ups to ensure that no customer request is left unanswered. - Professional Growth & Platform Knowledge - Continuous Learning: Stay up-to-date on new features and updates across the Casepoint platforms through regular training. - Software Testing: Participate in basic testing of new software releases to provide feedback on the user experience and help identify potential bugs before they reach the customer. - Knowledge Sharing: Help maintain the internal knowledge base by documenting new solutions to common questions. Qualifications - Education: Degree in Information Technology, a related field, or equivalent hands-on experience in a customer-facing technical support role. - Problem-Solving Skills: A natural curiosity and ability to walk users through step-by-step instructions to resolve software questions. - Communication: Excellent verbal and written communication skills with a focus on patience and clarity when talking to customers. - Software Familiarity: Experience or a strong interest in supporting government-specific software and a quick ability to learn new applications. - Citizenship: US Citizenship (non-dual) is required by government contract. - Clearance: Ability to obtain and maintain a Public Trust or higher clearance. Work Location & Flexibility We are headquartered in Washington, D.C., and this role is eligible for remote work from the following states: AR, AZ, CA, CO, CT, DC, DE, FL, GA, IL, IN, KS, KY, LA, MA, MD, MI, MN, NC, NH, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TX, VA, WA, WI, WV, WY. If you live outside these states, unfortunately we’re not able to consider your application at this time. Company Description OPEXUS, a leader in government process management software, and Casepoint, a top provider of data discovery technology for litigation, investigations, and compliance, merged in January 2025, with a majority investment from Thoma Bravo. The merger combines OPEXUS' expertise in government process management and Casepoint's advanced data discovery technology to create a scalable platform that meets growing demands for efficient, secure data management in the public and regulated sectors. - This collaboration enhances workflows for government and enterprise clients, focusing on data discovery, litigation, and compliance. - The Washington Post, which named OPEXUS + Casepoint as the best place to work, solidifies the company's commitment to fostering a supportive, innovative, and inclusive work environment. - Our dedicated team has created a culture grounded by our shared values that encourage everyone to speak up, join in, and celebrate together. - From our hybrid work schedules to our prime downtown D.C. location, working at OPEXUS + Casepoint offers the best of all worlds. OPEXUS + Casepoint is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or disability.

Role Description The Infrastructure Services Support Engineer leads and assists with the implementation and deployment of ScriptPro’s cloud and virtual solutions. This is a support role requiring detailed documentation in a ticketing Customer Relationship Management (CRM) system that allows for organizing, tracking, and resolving configuration incidents. On-call rotation is required for critical outages or service interruptions. General business hours are Monday through Friday, 8:00 AM to 5:00 PM CST. The position requires availability for on-call duties outside regular hours, including nights, weekends, and holidays. This role is primarily performed remotely, though Kansas City Metro employees may have on-campus requirements according to departmental policy and business need. Regular, punctual, and predictable attendance is an essential function of every job at ScriptPro. Scope of the Role: - Support Virtual Machines (VM’s) in vSphere and AOS environments - Configure and support Azure App Services, Azure Relays, and App Service Plans - Manage Azure resource groups/resources as recommended by Engineering - Manage Azure permissions and Azure SSL certificate renewals - Assist with developing and maintaining policies, installation guides, and documentation for Azure-related services - Monitor Azure email alerts and take appropriate action as needed - Serve as a subject matter expert for virtual machines and cloud infrastructure - Analyze and resolve support incidents and recommend changes to existing configuration processes - Participate in or lead customer disaster recovery and business continuity testing - Collaborate with customers to troubleshoot and understand issues that are assigned - Work independently while establishing procedures and guidelines to perform job functions - Participate in on-call support phone rotation - Perform other duties as assigned Qualifications - Bachelor’s degree in Information Technology or a related field - 3+ years of server and network administration - Experience with cloud infrastructure, including administration and configuration in Azure or AWS - Knowledge of Azure App Service, Azure Relay, App Service Plans, and Application Insights - Experience configuring virtual networking solutions (e.g., ASAv or similar), including VPCs, VPNs, and Layer 2 extensions - Proficiency in vSphere VM templating, customization, deployment, and performance monitoring within the guest OS - Experience with Nutanix AHV and AOS environments - Experience creating and deploying OVF/OVA templates with customization - Experience supporting VMs in a vSphere environment - Server administration experience across Azure, VMware, AOS, and Windows Server environments - Experience with remote support tools such as Bomgar or Windows Remote Desktop - Familiarity with enterprise storage technologies (e.g., SAN, storage tiering, iSCSI, Fibre Channel) is preferred - General knowledge of industry best practices and technologies - Strong analytical and critical thinking skills with the ability to assess complex problems and identify root causes - Excellent organizational and time management skills, with the ability to manage multiple tasks and priorities effectively - Strong interpersonal skills with the ability to build relationships and collaborate across cross-functional teams and all organizational levels - Excellent verbal and written communication skills - Highly motivated, adaptable, and able to thrive in a dynamic, fast-paced, and evolving environment Requirements - CompTIA Security+, A+, or Network + - Microsoft Certified Solutions Expert (MCSE) in Cloud Platform and Infrastructure - Microsoft Certified Solutions Architect (MCSA) in Server 2012 or Server 2016 - Microsoft Certified: Azure Fundamentals - VMware Certified Professional Remote Work Requirements - Must have high-speed reliable internet access with a hard-wired connection - Must have a distraction free home office workspace - Must be willing to participate in video virtual meetings (camera on) Benefits - Medical, Dental, Vision, Short-Term Disability, Company Paid Life Insurance & Long-Term Disability, 24/7 on campus Gym, and Vitality Wellness Program that helps lower your premium costs - Paid Time Off (PTO), Parental Leave, nine (9) paid holidays, paid volunteer hours, Employee Assistance Program, company-sponsored events and team-building activities, 401(k) Retirement Plan with company match, financial investment services, employee discounts on products and services. Employment Conditions It is ScriptPro's policy to run a comprehensive background check post job offer and you must be able to obtain Department of Defense security clearance after date of hire. This position includes responsibilities for ensuring compliance with cybersecurity and privacy policies to support the safeguarding sensitive data, including personally identifiable information (PII) and Protected Health Information (PHI). Completion of annual cybersecurity and privacy awareness training is required, as the role aligns with the organization’s security posture and risk management practices. Working Conditions Requires routine use of standard equipment and extended computer use. Employee must be able to sit, use hands and fingers, and occasionally lift, squat, stoop, bend, and reach. Problem-solving, practical learning, and instruction interpretation skills are essential.

Role Description Cellebrite is looking for a Technical Customer Support Engineer based remotely working in the Pacific Time zone. This candidate will have a technical support background and experience supporting software solutions for our Americas customers. - Troubleshoot to resolve technical issues on Cellebrite solutions for our customers. - Use Phone / E-mail / Chat services to support customers. - Use CRM for Case management. - Handle cases remotely. - High CSAT mindset with strong engagement skills, enabling direct interaction with customers or partners through troubleshooting and issue resolution. - Cooperate and communicate closely with all internal teams within Cellebrite. - Adhere and assure compliance with established SLA & KPI. Qualifications - Hands-on experience with Windows Workstation / application support - Advanced. - Networking services and products - Intermediate. - At least 2 years of experience in technical support or IT support. - At least 2 years of experience in supporting Application Software solutions. - Excellent hands-on problem-solving skills and follow-through in both one-on-one and group situations. - Outstanding soft skills, communication on both written and verbal. - Proven customer experience with technical orientation. - Fast and agile learning skills as our technology evolves constantly and quickly. - Responsible personality to handle support cases from open to close. - Ability to multitask and function appropriately under stressful conditions. Requirements - Practical use with AI tooling / technologies (Claude, ChatGPT, Copilot). - Knowledge / certifications – AWS/ MS Cloud services / CCNA / MCSA etc. - Knowledge in databases – SQL, Scripting. - Experience in mobile cellular world. - Experience in SaaS environments - Supporting infrastructure. - Knowledge of mobile phone OS (iOS, Android…). Skills & Qualities - Passionate about support and helping customers, take the lead attitude, and strive to solve problems for others. - Good communication skills (oral and written). - Hold yourself accountable, high level of responsibility. - Ability to work both in a team environment and individually. - Coordination skills in Project, Monday Board, Salesforce. Languages & Other Requirements - Native English spoken and written. - Spanish and/or Portuguese would be highly beneficial.

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